family - ACDelco TechConnect
Transcription
family - ACDelco TechConnect
volume 22 issue 1 2007 haul in the family Working and winning are the ties that bind Kurt and Warren Johnson 1-800-ACDelco inside: 60 Series Marine Battery Launches A look at the New ACDelco Ad CAmpaign intune 2006 National Convention Recap The new look of diagnostics. Two great forces have come together to give you the absolute best in diagnostics. Since 1984, Vetronix has built the best diagnostic equipment in the industry. And for over 100 years, Bosch has meant superior reliability, service and quality. Together, these two powerful entities mean unsurpassed excellence. Call us at 800-321-4889, extension 4, to find out how Vetronix/Bosch Group can help your shop become the most effi cient and profitable it can be. ©2006 Robert Bosch Corporation. contents features 20 haul in the family Working and winning are the ties that bind Kurt and Warren Johnson 26 12 Steps to Becoming Technician of the Millennium IV Scot Manna tells what it took to walk away with the title 30 hip to be square Younger drivers trick out old models and make them a hot, new commodity departments 20 26 4 6 8 12 product news Updated look for ACDelco spark plugs; new belt technology reduces noise; 60 Series Marine Batteries launch events The 2006 ACDelco National Convention smart moves New ACDelco advertising materials promote healthy business for shops New mover mailings help target new customers; MechanicNet links TSS sites to acdelco.com; Dale Carnegie Courses help shops improve communication 16 real results 14 30 briefs tss tools Jim Van Dyke’s Automotive Center turns small-town appeal into a big business 34 one more thing ... INTUNE ADVISORY BOARD Director, ACDelco Marketing Nancy McLean ManageR, ACDelco Advertising Chris Brandt advertising specialist Renee David PUBLISHING STAFF: Editor Lori Bremerkamp • Art Director Matt Tierney • Project manager Jacquie Lauth Account manager Dana Boyette • Managing Director Jeremy Morris • Account director Angelo Acord • Copy Editor Kathy Eichenberg Production/Circulation Carolyn Brooks • PROJECT COORDINATOR Jason Georgen Intune is published for ACDelco, General Motors Corp., by Campbell-Ewald Publishing, 30400 Van Dyke Ave., Warren, MI 48093, e-mail: [email protected]. General Motors is an equal-opportunity employer. Manuscripts and photographs are submitted at the sender’s risk. Please enclose a self-addressed, stamped envelope for return of material. Submission of letters implies the right to edit and publish. Copyright ©2006, 2007 by Campbell-Ewald Publishing. ALL RIGHTS RESERVED. 1-800-ACDelco intune briefs teach them your language — no longer has to be a mystery to your customers. The Car Care Council has published a new, first-of-its-kind guide that translates te c h n i c a l au to moti ve j a rg o n i nto eve r yd ay l a n g u ag e c o nsu m e r s can understand. The Car Care Guide i n c l u d e s c l e a r, c o n cise descriptions of 12 major vehicle systems and parts. There’s also a checklist reminder for when ser vices should be performed; however, always check your vehicle’s Owner’s Manual for the proper maintenance schedule. “The guide helps the consumer better understand their vehicle, what kind of care it needs, when it needs it and why,” says Rich White, Car Care Council executive director. He notes that the guide is also a valuable tool for shop employees to use when discussing recommended maintenance and repairs with customers. “It not only provides an unbiased third-party source, it puts the language in clear, friendly terms, helping customers feel more at ease in the auto repair environment,” White says. The 56-page, glove box-sized booklets are available to order in quantity online at carcare.org or by calling (240) 333-1088. • The Car Care Council’s new guide puts automotive jargon into clear terms that your consumers can understand. intune Photo by larry hamill Vehicle maintenance — and the terminology surrounding it 5 fast rapport builders Want to help boost your bottom line? It’s a matter of trust, says John Boe, a professional speaker, author and sales training expert. “One of the most important aspects of selling is creating a solid foundation of trust and rapport with your customers,” Boe explains. He suggests five simple, yet effective, ideas for building customer rapport: 1. Gain a competitive edge. Make a positive first impression. Organize your thoughts when speaking with customers, rather than talking off the cuff. 2. Promote your credibility. Display credentials and awards clearly. Keep marketing materials looking professional and up to date. 3. Use active listening skills. Listen to customers without interrupting them. Occasionally repeat their words verbatim to clarify your understanding and build rapport. 4. Adjust to your customer’s temperament style. Cut to the chase with an impatient customer, but take extra time and provide greater detail with a customer who is cautious and analytical. 5. Have positive body language. Actions speak louder than words. Keep your body language positive by unfolding your arms, nodding your head in agreement and smiling frequently. • acdelco.com TechAssists popular with shops the most popular tools within the Learning Management System (LMS). The 10- to 15-minute training sessions are a fast, easy way to stay up to date with new information on a component or system. They cover topics like voltage drop testing, reprogramming modules, micrometer basics, electric power steering systems, Bluetooth and PhatNoise operation, and diagnosis. TechAssists also provide service technicians with quick access to text, photographs, animations and narrations that deliver key service and product information on a multitude of service concerns, product components and operations. “TechAssists provide just-in-time information,” explains Todd Dawn, ACDelco manager of aftermarket training. “For example, our Bluetooth Operation & Diagnosis TechAssist gives an overview of the operational characteristics and troubleshooting considerations for the Bluetooth capability on GM vehicles. If you’ve never set up a Bluetooth interface, the TechAssist can help teach you how to connect your Bluetooth device to compatible GM vehicles.” ACDelco recently introduced about 50 new TechAssists. Four new sessions will continue to be added each week. Access TechAssists at acdelcotechconnect.com by clicking on the “Training” tab. • TechAssists offer service technicians quick access to training tools such as the video shown below. 1-800-ACDelco Photo courtesy gil’s garage ACDelco’s new TechAssists are quickly becoming one of gil’s garage named top shop TOP SHOPS Gil’s Garage, an ACDelco Total Service Support member in WINNER 2006 Burnt Hills, N.Y., has been named a 2006 Top Shop by Motor Age magazine. President Mike Brewster says he’s proud that his shop’s long-standing success has been recognized. “My goal is to create an optimum workplace for my employees and to treat ever ybody on the other side of the counter as I would want to be treated,” he adds. That means offering employe e s life, health and dental insurance, a 401( k) plan, profit sharing, and paid training. What’s more, monthly staff meetings focus on improving the business and addressing employee issues. Brewster even throws holiday parties during off hours and promotes family vacations. He similarly promotes community involvement by sponsoring numerous youth sports, along with two golf tournaments that benefit local charities. Employees regularly attend career days for local schools. The community has responded with a steady stream of business. Every repair is preceded with a conference with the customer. Questions are encouraged. “It lets them know that not only are their automotive issues being addressed, but they’re being cared for as family,” Brewster says. • intune product news new look, same great performance Appearance updates provide more consistency for ACDelco plug lines A CDelco spark plugs are sporting a new look that gives them an appearance more consistent with ACDelco’s wide range of automotive plugs. The design changes affect 49 different part numbers across select lines, including Conventional, RAPIDFIRE® Performance, and Professional Platinum. “The spark plugs with the new look are completely interchangeable with those that have the previous design,” explains Robert Malone, ACDelco product development manager. “They also can be mixed and matched in an engine with no impact on performance.” In addition to the new look, the name printed on the box for the RAPIDFIRE Performance line now reads R A PI DFIR E Performance Platinum Plug. “The change positions RAPIDFIRE as a single platinum performance spark plug in the market,” Malone says. Other changes include: • ACDelco Conventional spark plugs now have a ceramic insulator rib configuration of one fat, two skinny to standardize the appearance. • ACDelco Professional Platinum and RAPIDFIRE Performance Platinum spark plugs now feature a ribless ceramic insulator design to help improve the spark plug-to-boot contact surface area. • Select spark plugs now have a longer shell body that helps give consistent spark plug resistor performance, while maintaining the overall spark plug length. • All spark plugs now feature the ACDelco logo. • ACDelco quiets the competition Patented technology helps reduce noise in new belt line W e’ve all heard it. That a n n o y i n g, h ig hpitched sq uea l that ac ts l i ke a siren, aler ting you that something’s not right under the hood. It’s b elt noi s e. A nd w it h t he exception of brake squeal, there are few vehicle problems that irritate motorists more. ACDelco is offering a new solution to the age-old belt noise problem with its introduction of V-ribbed serpentine belts, featuring advanced technology that makes them among the quietest in the aftermarket. In fact, it’s so advanced it’s patented. “This is a major improvement in aftermarket belt construction and technology,” says Chris intune Vermette, product specialist, ACDelco belts and hoses. “With quieter operation and enhanced durability, these new belts provide superior levels of performance that should make them appealing to consumers.” The EPDM construction and gum-backed overcords are similar to what is used on original equipment (OE) vehicle belts. They also have a wider temperature range and less shrink/stretch, so they meet OE f it a nd per for ma nce cr iter ia as wel l as leng th tolerance capability. “These characteristics give the new belts better capability to deal with the more aggressive OE belt-drive systems,” Vermette says, adding that part numbers will stay the same as the new belts are introduced as running changes to ACDelco’s current line. Contact your local ACDelco sales represent ative or ACDelco WD for more information. • acdelco.com new force on the water The 60 Series Marine Battery offers AN alternative to the ACDelco Voyager® linE C ustomers have long trusted ACDelco Voyager® Batteries for their outstanding performance, unique maintenance-free design and long streams of power to accommodate the most rigorous usages, longest runs with the trolling motors and starting the largest marine engines on the market. Now, they can enjoy many of these same benefits at a lower price with the introduction of ACDelco 60 Series Marine Batteries. “We’re giving our customers an alternative that is costefficient, while still maintaining the quality and value they know,” says Doug Merrill, ACDelco product specialist. “The 60 Series Marine Battery offers enough marine cranking amps (MCA) to start the most demanding outboard out there, while our Deep Cycle Battery will help keep them fishing for a long time.” The new marine line includes four parts numbers in two group sizes offering both deep-cycle (ACDM24DC and ACDM27DC) and cranking (ACDM24C and ACDM27C) designs. Merrill encourages ACDelco WDs and shop owners to let their customers know that the 60 Series Marine Battery offers great power per dollar. “ACDelco 60 Series Marine Batteries typically have more power and cost less than comparable competitor batteries,” Merrill says. “Design features include dual terminals and an integral handle for easy transport. We also offer a competitive warranty, making this new marine application a high-value offering at a very competitive price.” For more on the 60 Series Marine Batteries, call 1-800ACDelco or log on to acdelco.com, select the Parts Information tab, then the Batteries link. • o Visit acdelco.com and select the Parts Information tab for a complete listing of ACDelco’s quality parts. 1-800-ACDelco intune events winning customers together ACDelco uses its national convention to showcase technology, services and products, and general sessions with its aftermarket commitment key business information. They were also treated to the ACDelco by lori bremerkamp event photography by kris kerbawy W hat happened in Vegas isn’t staying in Vegas — at least when it comes to the relationships built and the knowledge gained at the 2006 ACDelco National Convention. ACDelco said thank-you in a big way by bringing more than 6,000 of its employees, Dedicated Distribution Group members, Total Service Support accounts, Alliance Jobber customers and their guests to the Mandalay Bay Convention Center, Oct. 25–28, for its “Winning Customers Together” National Convention. Attendees gained a better understanding of ACDelco’s collective business through training seminars, an expo highlighting intune Technician of the Millennium IV finals, which unfolded Friday morning in a staged area of the expo hall. The convention came to a close Saturday evening with ACDelco hosting a reception and awards banquet during which Scot Manna of MB Automotive Inc. in Des Plaines, Ill., was crowned the Technician of the Millennium IV. The enthusiasm generated by the convention carried over into Sunday. Manna joined other ACDelco customers at The Strip at Las Vegas Motor Speedway to cheer on Kurt Johnson at the sixth annual ACDelco Las Vegas NHRA Nationals. “Our customers are vital to our success,” says Paul Johnson, general director, Global Independent Aftermarket. “The convention and events surrounding it are another example of how we’re committed to offering them the products and services they need to continue to grow our mutual business and win customers together.” • acdelco.com Photo by iSTOCKPHOTO The convention’s expo hall highlighted technology, such as the GM fuel cell car shown at top, and displayed the wide array of products and services available from ACDelco and its TSS preferred vendors. 1-800-ACDelco intune Technician of the Millennium IV Finals Upper left: The eight finalists. Above: Finalist Scot Manna and his “team.” At left, below and bottom left: The race is on. Bottom right: Manna is crowned Technician of the Millennium IV during the banquet. 10 intune acdelco.com Top: ACDelco-sponsored Kurt Johnson takes the lead in qualifying rounds of the sixth annual ACDelco Las Vegas NHRA Nationals. Middle row and above: Attendees gained a better understanding of ACDelco’s collective business through training seminars. Left: Billy F Gibbons of ZZ Top signs autographs in the ACDelco hospitality tent. 1-800-ACDelco intune 11 smart moves prescription for success New ACDelco ad campaign promotes healthy business for shops By Amy Lynn Smith A CDelco is sending a powerful message to consumers with its brand-new advertising campaign: ACDelco parts — and the Total Service Support (TSS) members who install them — are the key to keeping their vehicles in tiptop shape. In fact, TSS members are central to the new campaign that includes radio spots, newspaper ads and direct mail pieces. National radio ads will direct consumers to the Service Center Locator on acdelco.com, where they can find TSS members in their local area. All ISCs can tag local ads and direct mail postcards with their business name and special offers for their own individual local market plans. The campaign’s ultimate objective is to drive more consumers to TSS members, says Chris Brandt, ACDelco advertising manager. “Our ‘Real Car Guys Know’ campaign helped us attract a network of quality shops to ACDelco and the TSS Program,” he explains. “Now, with our new campaign, we’re making sure consumers know that ACDelco’s quality extends to the technicians who install our parts.” The right medicine The new campaign, built around the tagline “The Pros Who Know,” positions ACDelco and its TSS members as aftermarket experts consumers can trust. The concept is reinforced by the campaign design. It draws parallels between vehicle service and health care by imaginatively combining elements from both disciplines to create compelling images, such as a stethoscope with an air filter as the chest piece. “We’re showing how the role of a TSS technician in a shop is similar to that of a doctor in a hospital,” Brandt says. 12 intune “They both must diagnose a problem and determine the cause before fixing it. The graphics demonstrate this and will definitely capture consumers’ attention.” T he ca mpa ig n idea ca me f rom i n-dept h con su mer research through which ACDelco learned that although consumers believe quality parts equate to quality service, they don’t necessarily ask for these parts. “They told us they usua l ly buy what their techn ician recommends,” Brandt says. acdelco.com “ We’re showing how the role of a TSS technician in a shop is similar to that of a doctor in a hospital. They both must diagnose a problem and determine the cause before fixing it. ” — Chris Brandt, ACDelco advertising manager ACDelco also listened closely to feedback from its TSS Advisory Council. “Our TSS members want consumers to know that they are professionally trained; they use ACDelco products because they want to get the job done right the first time; and that they really care about their customers,” Brandt says. “I think our new campaign accomplishes just that.” Strong vital signs While the new messaging will help raise awareness of the ACDelco brand among consumers, your use of the materials is integral in driving business to your doorstep. New direct mail postcards are being incorporated into the MechanicNet Customer Retention System (CRS) so you can create mailings using the new campaign elements and send them to your own targeted customer list. “You can work with your ACDelco WD to arrange funding or pay for the mailing yourself,” Brandt says. You’ll also soon be able to work with your ACDelco WD to tag the ads with your business name and include special offers that can help bring in more customers. As always, your local ACDelco sales representative will work closely with you to help you make the most of the advertising materials — particularly during ACDelco’s national promotions. “As a promotion approaches, your local ACDelco sales representative and ACDelco W D salesperson will work 1-800-ACDelco The new campaign combines vehicle service and health care elements to creatively draw parallels between the disciplines. with you to develop an overall plan,” Brandt says. “We’ve designed everything so our people in the regions have everything at their fingertips — right where it should be — because they understand your needs and your local market conditions.” Contact your ACDelco WD or local ACDelco sales representa tive to take advantage of the new campaign elements. • intune 13 tss tools welcome them to the neighborhood Photo by Veer R.J. Conlin Direct’s New Mover Mailer service helps introduce your business to new residents Y our client base can dwindle when customers move out of the area or purchase newer vehicles requiring less maintenance and repair. While there’s not much you can do to prevent it, you can always be on the lookout for new customers. Joe Peil, owner of Joe’s Auto Service, a Total Service Support (TSS) member in Carmel, Ind., says his client base erodes by 3% to 5% annually. Despite this inevitable loss of customers, Peil’s “net” client base has doubled in the past year, thanks, in part, to R.J. Conlin Direct’s New Mover Mailer service, part of the ACDelco TSS Direct Mail program. Each month, R.J. Conlin Direct sends out a letter of introduction and a free oil change coupon on Peil’s behalf to people who have recently moved into the shop’s neighborhood. Peil estimates that more than 200 letters go out each month, and that he receives a consistent 10% response rate from each mailing. That’s outstanding, considering most direct mail campaigns are deemed successful at around a 1% response rate. “The service is a great entry into direct mail since there are no minimums to send out each month,” Peil says. 14 intune “Whether you send out five pieces or 500, the cost is just $1.24 per piece.” When a TSS member calls in to R.J. Conlin Direct, an account executive helps them narrow down the right kind of new mover they want based on income, ZIP code, distance from the shop’s location and other criteria. Once the target new mover is determined, the rest of the process takes only about 10 minutes. “This is a great avenue for anyone interested in growing their client base, increasing revenue and creating long-term relationships with their customers,” Peil says. To enroll in the service, contact Michael Minor of R.J. Conlin Direct at 1-800-246-9177. • acdelco.com online searches made easy MECHANICNET-powered TSS Web sites now linked to acdelco consumer site T otal Service Support (TSS) members that subscribe to the MechanicNet Customer Retention System (CRS) have yet another benefit to celebrate: Service Center Locator searches on acdelco.com now feature links to TSS member Web sites powered by MechanicNet. The ACDelco-templated sites are created, maintained and hosted by MechanicNet. Information includes shop history, location, services offered, hours, promotions and products. It can be easily updated or changed. Erin Wong, MechanicNet sales and marketing manager, says while the site links will increase shop visibility to customers, the key advantage for TSS members is the “My Car” section of each site, where shop customers can track vehicle service history, maintenance schedules and request an online appointment. “It’s yet another reason why consumers will be drawn to TSS sites powered by MechanicNet and, in turn, to the shops themselves,” Wong says. Interested in learning more about MechanicNet CRS? Call 1-800-825-5886, prompt 4 for details. • The “My Car” section of each site lets customers track vehicle service history, view maintenance schedules and request an online appointment. connect with your customers Dale Carnegie Training teaches shop owners how to better communicate with consumers Photo by Janine Menlove K Dale Carnegie training taught Dave Dainton better ways to communicate with customers. 1-800-ACDelco nowing how to dea l w ith employees and customers is just as important as having the proper tools and technical know-how when running a successful automotive repair business. To help shop personnel develop better people sk i l ls, ACDelco tea ms w ith Da le Carneg ie Courses to offer Total Serv ice Support (TSS) members discounted training. Dave Dainton, owner of Spartan Tire & Service of Lansing in Lansing, M ic h ., s ay s t h e D a l e Carnegie Course taught him skills that help him better communicate with his customers. “I ncor porat i ng t he Da le Ca r neg ie Cou rse principles was challengi ng at f i rs t b ec au s e I was so set in my ways,” Dainton says. But he kept work ing at it. “Now, I’m building deeper, more persona l c on ne c t ion s w it h my customers all because of the new way I’m com- municating with them,” Dainton says. He adds that the training is a wise investment for all TSS members. “We always invest in the technology and tools to repair the cars, but investing in people skills is just as important — if not more so,” Dainton says. “We’re more than just a product, we’re a service. We deal with people. Our economy here in Michigan has been a challenge, but thanks to our customer service, we’re still doing well.” • intune 15 real results a name you can trust Jim Van Dyke’s Automotive Center turns small-town appeal into a big business by Kathy Sena photography by larry hamill 16 intune J im Van Dyke had just three employees when he started out in 2001 in a 2,400-square-foot shop in Washington Court House, Ohio. He wrote the service orders; his son Raymond worked as a technician; and his stepson Dustin handled the phones and the front desk. Six months later, Jim Van Dyke’s Automotive Center had about 1,500 customers. Not bad for a new shop in a town of only 12,000 people. Of course, living and holding various auto-repair jobs in the same area for 30 years prior helped to make Van Dyke well known around town. But there was something more that drew people from as far away as the next county to his small shop. Customers knew that when they took their vehicle to Jim Van Dyke, he’d be straight with them. “Our motto is ‘A Name You Can Trust’ because I feel that there’s nothing more important than personal integrity,” Van Dyke says. “It’s very important to me that my customers can trust me. We’re down-home, down-to-earth people and are blessed to have so many loyal customers in this area.” acdelco.com Rooted in the community Community involvement and building trust with his customers — which now number around 3,500 — have been the foundations of Van Dyke’s business philosophy from the start. In addition to being active in his church, he helps sponsor American Legion baseball, the local Humane Society chapter, the Fayette County Junior Fair, the local high school athletic program, South Central Ohio Big Brothers Big Sisters, the local kids’ fishing derby, Junior Achievement and the Fayette County Sheriff’s Safety Pup program. “We love sponsoring family-oriented, wholesome activities in the community,” Van Dyke says. “It’s important that you have a conscience, that you strive to do a good job, and that you give back to the community any way you can. It’s the right thing to do. And when you run your business that way, people are happy to refer you to their friends.” Being an ACDelco Total Service Support (TSS) member helps as well. Business has been so good, in fact, that he’s recently expanded to a new 6,800-square-foot facility with seven bays. The staff has grown to 12 employees, which include Van Dyke’s son Raymond, who has taken the position of service advisor, and Van Dyke’s wife, Merleen, who handles accounting, public relations and advertising. Van Dyke is now able to spend more time managing the business and helping wherever needed. While orange and black may have been the colors of the day when he opened the doors to his new facility on Halloween 2005, Van Dyke choose ACDelco’s highly recognized color scheme — a red, white and blue motif — for the lobby, exterior and shop areas. “We went all out with ACDelco’s image elements for our flooring, signage and paint,” he says. “The entire shop has a bright, clean look that our customers really appreciate. Selling ACDelco parts and proudly displaying ACDelco colors and signage helped establish the business as a high-quality shop from the start.” Opposite: Jim and Merleen Van Dyke in front of their newly expanded shop. Right: The customer service team in the lobby. Below: Van Dyke’s bright, clean and airy service area. 1-800-ACDelco intune 17 In addition to the usual diagnostics equipment, Van Dyke has outfitted each service bay with a PC (above). All the technicians are ASE-certified and Van Dyke proudly displays their credentials in the lobby (right). Taking training to heart Just two years after graduating from high school in 1973, Van Dyke bought a gas station with two service bays in nearby Greenfield, Ohio, where he now lives. In 1984, he moved to a Chevrolet dealership in Washington Court House, working as a tech and then a shop foreman. It was there that he went from being a “points and condensers man” to falling in love with the hot new thing in automotive-repair technology: computers. “I had no clue just how much computer technology would come to change the way we did business two decades later,” Van Dyke says. He adds that technician training has been a big part of his shop’s success, noting that all five of his technicians are ASE certified. Van Dyke himself has been an ASE master tech since 1979. “ACDelco training has been a great help for my technicians when they’re preparing for their ASE-certification tests,” says Van Dyke, who has installed a PC in each of his service bays. His techs go online for ACDelco training at their convenience. They also appreciate being able to access electronic manuals and repair bulletins through “Mitchell on Demand,” which ACDelco provides through the WISE program. Investing in PCs throughout the shop has paid off in increased efficiency and sales, Van Dyke notes. “It’s all 18 intune integrated: the shop, the parts house and the front desk,” he adds. “It wasn’t cheap to install the equipment, but it speeds up the way we do things. If someone had asked me 30 years ago if we would need computers to work on cars, I would have thought they were nuts. But look at us today. It’s a critical part of running this business.” Van Dyke also is a big fan of the MechanicNet Customer Retention System, which lets TSS owners upload customer information to a database. The program then sends out customer-reminder postcards. Van Dyke’s customers can log on to the shop’s Web site (jimvandyke.com), click on “My Car” and type in an access code written on their reminder postcard to view their car’s repair history and to schedule appointments. “It’s a great way to encourage customer loyalty,” he says. With their ACDelco affiliation, their savvy use of technology and 3,500 happy customers who recommend the shop to their friends, Jim Van Dyke’s Automotive Center is poised for an even more exciting future. “We look forward to many more years of success,” Van Dyke says. “This has been a dream come true for us.” • acdelco.com haul in the family Working and winning are the ties that bind Kurt and Warren Johnson By DOUG NEWCOMB | photography by TADD MEYERS 1-800-ACDelco intune 21 I t’s not easy to keep up with Kurt and Warren Johnson on the track, as their NHRA Pro Stock drag racing competitors well know. The father and son duo is equally hard to catch up with while at their shop located in the outskirts of Atlanta. That’s where they’re scheduled for an interview on a weekday fall morning. But with just two events left in the homestretch of the 2006 POWERade Drag Racing Series — including the sixth annual ACDelco Las Vegas NHRA Nationals at The Strip at Las Vegas Motor Speedway — the two simply can’t sit still. Warren, the 63-year-old silver-haired “Professor of Pro Stock,” strides through the shop at a pace that for some would be a jog, stops to warmly welcome me — then quickly moves on. Kurt — 43 and a younger, slightly taller version of his dad — is just as cordial. He also stops just long enough for an introduction, but is pulled away by dozens of tasks related to rebuilding his ACDelco-sponsored Chevy Cobalt, which is currently in pieces on the shop floor. While Kurt and Warren bear an obvious resemblance and are similarly dressed this day in jeans and logoed polo shirts, it’s their unassuming, straightforward manner — coupled with a shared dry wit — that mark them as not only father and son, but two men who spend a lot of time together. Each conveys a composure and confidence that comes from plenty of time spent in the spotlight. But perhaps their most common trait — and their strongest bond — is their like-minded, relentless obsession for building and driving the fastest Pro Stock cars on the circuit. Though they’re competitors on the track and often go head to head, their overriding goal is to make their joint racing operations a success week after week, year after year. “It’s a 24-hour-a-day business,” Kurt proclaims. A family affair Not much separates business from their personal lives, or the lives of their families, as a tour of their state-of-the-art, warehouse-sized shop confirms. Warren’s wife, Arlene, runs the front office (accompanied by a rescued Doberman named Maddie, who sleeps underneath a glass case filled with Warren’s trophies), and Kurt’s wife, Kathy, helps out part time. Their three kids — Connor, 10, Erin, 8, and Jarrett, 6 — also are regulars at the shop, as evidenced by a big box of children’s videos tucked under Kathy’s desk. Connor, in fact, is already showing the same traits that marked his dad’s early years. “When Kurt was six, we would come back after a race and he knew all the times and standings,” Arlene recalls. “If someone said, ‘What did so and so run?’ he knew it. Connor’s like that now.” Like father, like son, I ask. “More like grandson, like son,” she laughs. Checking out Kurt’s and Warren’s individual work areas and the trailers that serve as their pits at the track reveals some not-so-subtle differences between the two racers. Kurt’s office, located in the back corner of the shop adjacent to the engineassembly and dyno rooms, is plastered with memorabilia of the band KISS. The radios in both his office and trailer crank out rock. Warren’s office in the front of the building is more low-key, while the radio in his trailer quietly plays country music. When Kurt and Warren finally take a break to do the interview over lunch at a nearby restaurant, Warren changes into a dress shirt for the occasion, which Kurt sees as an opportunity to poke fun at his dad. School is a drag On the way to lunch, Kurt is behind the wheel of his family’s spotless white Chevy minivan, while Warren chats about his start in racing. “I was raised on a farm in Northern Minnesota so my mechanical abilities were borne out of necessity,” he says. “I had to learn how to keep things running because we couldn’t 22 intune acdelco.com Though they’re competitors on the track and often go head to head, their overriding goal is to make their joint racing operations a success week after week, year after year. 1-800-ACDelco intune 23 call a local repairman. We didn’t even have a telephone back then. We had to figure it out on our own.” He started drag racing locally in the early 1960s, working his way up to the national level. “I started racing full time in 1976,” Warren notes. “Before that, I bought a machine shop and I was building engines for all forms of racing. When I had the machine shop paid off, I looked at doing it full time. That’s where all this foolishness started.” The foolishness led Warren to six NHRA Pro Stock championships and 96 event wins (and counting), the most ever in Pro Stock and the second highest in NHRA history. Along the way he also earned a reputation as a highly analytical competitor, keeping meticulous notes on the various aspects of each track, car and run — hence, the “Professor” title. Kurt followed his dad onto the track in 1993, finishing his rookie season in second place — just behind his father. But his involvement in the family business started with sweeping floors in the shop as a boy. After graduating to building engines, Kurt decided to take the wheel. “I’d been around the cars for so long, I figured it was time to take the next step,” he shrugs. “So I went to driving school in 1992, made 11 or 12 runs, got my license and off I went.” 24 intune “I never pushed him into it,” Warren says of Kurt’s decision to race. “If he wanted to go to college we would have paid for that. It was up to him to make the decision. Maybe he looked at it as the easy way out,” Warren remarks with a chuckle. “Well, I never went to college to find out,” Kurt shoots back, prompting a hearty laugh from both. “Learning how to run a professional race team, dealing with people and the technical aspect of being able to make enough power to win races and being competitive has been like college in itself,” he adds. Of course, his teacher was “the Professor” himself, but it also meant he’d eventually meet his mentor on the track. Father vs. son Warren has a practical view of the father-son competition. “To me, it’s a win-win situation,” he says. “One of our cars is going to move on in an elimination, or if we’re fortunate enough that it’s a final, at least one of our cars will have won. We’re both there to win that round no matter who is in the other lane,” he declares. “It doesn’t make any difference whether we’re racing each other or racing someone else. The acdelco.com Opposite: Kurt (at left in ACDelco shirt) is on hand to support Warren’s run. Below: Kurt and Warren credit their teamwork and division of labor as one of the keys to their success. only difference is both of us know what we have for equipment. We all work on the stuff at the shop. So it’s almost like you’re racing yourself equipment-wise.” “A lot of people blow it out of proportion, like we’re at each other’s throats on the racetrack,” Kurt contends. “We just go out there and try our best. I don’t even look at him as a competitor. He’s part of the team. It’s really just us, ACDelco and GM Performance Parts (Warren’s sponsor) against the rest of the world more than anything.” They credit their teamwork — and a division of labor — as one of the keys to their success. “We split up the responsibilities, which allows each one of us to do our jobs better,” Warren explains on the drive back to the shop. “I take care of cylinder heads, intake manifolds and carburetors, and Kurt and his guys take care of the engine blocks, assembling everything and the dyno tuning. It allows each of us to dedicate more time to one aspect of the operation to perfect it more. If you had one person trying to do the whole job, you’d probably be weaker in some of the areas.” Though it’s hard to imagine Kurt and Warren ever being weak in any aspect of racing. “I’ve worked about 100 hours a week for the last 40 years,” Warren reveals as a matter of fact rather than 1-800-ACDelco as a boast after returning to the shop. “But it’s something I enjoy and it’s probably what’s made us relatively successful. So I don’t mind doing whatever it takes to get the job done.” It’s a philosophy — and a work ethic — that’s rubbed off on Kurt as well. “I’ve learned that you’re better off doing what you have fun at,” he says. “Racing is a lot of hard work and training is everything, just like with ACDelco technicians.” Being a chip off the old engine block, Kurt believes, like his dad, that winning on the track is determined by what takes place in the shop. “Everybody is out there with almost the same equipment and you’re trying to go faster than everybody else,” he says. “So the competitor who takes all the parts and puts them together better, and is quicker, is going to win.” But it’s the drive to be the best that ultimately motivates Kurt and Warren. “You always want more because everybody else is always out there driving for more,” Warren states, sounding more like a hungry rookie than Pro Stock’s patriarch. “You always want to be better. The competition never sleeps, so we can’t sleep either. If you’re not working, you’re falling behind.” And with that, the interview is over and Kurt and Warren are back to work. • intune 25 12 steps to becoming technician of the millennium IV This year’s winner tells what it takes to walk away with the title By Scot Manna | photography by kris kerbawy C ompeting against seven of the finest Total Service Support (TSS) technicians from the United States and Canada in this October’s Technician of the Millennium IV competition was a challenge, to say the least. (These guys really knew their stuff!) It was a high-speed, high-stakes race to the finish, and I’m honored to have come out of it with the title of Technician of the Millennium IV. But it wasn’t an easy feat, so I thought I’d share with you the steps it took along the way. 26 intune acdelco.com “Did I have what it takes to make it all the way to the finals? Of course, I did. I’m an ACDelco TSS technician...” Step 1. Muster up the courage To sign up or not to sign up? That was the question. And a grueling one at that. Did I have what it takes to make it all the way to the finals? Of course, I did. I’m an ACDelco TSS technician — but so were the rest of the competition. Every journey begins with that first step though. I just had to remind myself that I could do it. With ACDelco’s support, I’d mastered the skills, gained the confidence and received the hands-on experience it takes to compete at this level. Step 2. Kiss the wife and kids goodbye OK, just kidding on this one. But, seriously, committing to a competition like this meant spending some late nights in the shop, especially when preparing for the hands-on semifinals and finals. Step 3. Get ASE certified All Technician of the Millennium IV competitors needed to be ASE certified in brakes and electrical systems just to advance to the second round. Good thing ACDelco’s TSS Program provided me with the training I needed to prepare for the ASE testing. Step 4. Hit the books Getting my ASE certification was only the first step in the tough testing process. Next up was a 100-question online test, which was similar in format to the ASE tests. I knew only the 1-800-ACDelco five best-scoring technicians from each region would move on to regional semifinals. I had some studying to do! Step 5. Face the competition I’d made it to the hands-on semifinals held at the GM Heritage Center in Sterling Heights, Mich. I went up against the four other finalists from my region in a contest that tested our ability to diagnose and repair predetermined “bugs” placed in identical 2006 Chevy Malibus. We knew in advance what vehicle was going to be selected for bugging. Believe me, I knew that car inside out! Step 6. Don’t crack under the pressure Boy, was I nervous when I found out I’d be advancing to the finals. After all, this is national competition. Whenever I felt my confidence begin to waiver, I reminded myself why I had made it this far. Hey, I was well trained and ready to roll! Step 7. Practice, practice, practice Like several other finalists, I went out and rented the vehicle that was to be used in the finals. I figured anything I could learn about the car ahead of time might save me precious time during the finals. Step 8. Head to Vegas, baby! This was it. My chance to go head to head with the best of intune 27 Step 9. Skip the blackjack table I had to get to bed early. I know, I know. It’s Vegas! But would my competitors be up late gambling or hitting the all-night buffet with this much on the line? I don’t think so! Step 10. Put your game face on I needed to be a lean, mean, problem-solving machine on the morning of the competition. No little chocolate donuts for this guy. Eating a healthy breakfast and going easy on the caffeine made a difference. Trust me, my hands were shaking enough without a stop at the local coffee shop. Even though the pressure was on, I kept reminding myself what the judges had said from the beginning, “Have fun!” Step 11. Step into the ring the best in a timed, hands-on contest that’s one of the highlights of the ACDelco National Convention. It takes superior technical skill and professionalism — not to mention nerves of steel — to compete at this level, especially since judges surrounded me, as well as family and friends who traveled from the Midwest to cheer me on. You couldn’t miss them. They had front-row seats and wore shirts with the words “Team Manna” embroidered on the back! got phone? Eight technicians, two hours, one Technician of the Millennium IV title — plus, more than $41,000 in prizes, including a GM vehicle of the winner’s choice. The judges, using a point system, looked for workmanship, accuracy and professionalism. At the end, every car was evaluated and each repair scrutinized for accuracy. Step 12. Bask in the glory Being named Technician of the Millennium IV is definitely the highlight of my career as a technician. Looking back, it was a long road to get to this point. But I learned a lot, made some great friends along the way and had an experience I’ll never forget. When I took that first step and registered for the competition, I couldn’t imagine the adventures that would lie ahead. Being named Technician of the Millennium IV has truly been a dream come true. • then you need our on-hold messages for your business call fred spieler at 1.800.664.6534 today and ask about the ACDelco discount program from the approved vendor for on-hold marketing 413 s.e. 1st avenue hallandale beach, fl 33009 www.americanimpact.com acdelco.com RJC_DHtln_InTune_FINAL RJC_DHtln_InTune_FINAL 11/17/06 11/17/06 4:194:19 PM PM PagePage 1 1 New NewMovers MoversMean Mean New NewBusiness BusinessFor ForYou! You! 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It is Ita proven is a proven business business builder! builder! • No•contracts No contracts • No•minimums No minimums • Tailored • Tailored to your to your budget budget Mention Mention thatthat youyou sawsaw thisthis ad inad in # # 1-’07 1-’07 andand get get 25 25 extra extra mailers mailers InTune InTune FREEFREE withwith every every 100100 mailers mailers ordered! ordered! 1-800-246-9177 1-800-246-9177 TO ORDER TO ORDER TODAY TODAY www.rjconlin.com/direct www.rjconlin.com/direct We’re We’re THETHE HOTLINE HOTLINE for: for: ACDelco ACDelco • GM • GM Goodwrench Goodwrench • Precision • Precision TuneTune • OTC • OTC SPXSPX • Robinair • Robinair • TIF • TIF • Kal • Kal Equipment Equipment • AVI • AVI BeatBeat the the Clock Clock Training Training • Vetronix • Vetronix • BG• BG Chemicals Chemicals Cornwell Cornwell Tools Tools Call Call1-800-260-9377 1-800-260-9377 USA USA andand Canada Canada (This(This is a is pay a pay service) service) • Each • Each expert expert specializes specializes by make, by make, withwith a minimum a minimum 20 years 20 years under under the hood, the hood, make make specific specific experience. experience. • Try • Us TryFor Us Free! For Free! 10 minutes 10 minutes withwith new new sign-up sign-up www.diagnostichotline.com www.diagnostichotline.com e b o t hip e r a squ y of RIDES Maga Photo courtes zine /Tony Harmer k out old models ic tr rs ve ri d r Younge it y hot, new commod a em th e ak m d an 30 intune acdelco.com It’s pretty much ever y teenager’s drea to come home fr m om getting his or he r driver’s license and find a shiny, brand-ne w car waiting in the driveway. Or is it? Today, some of th e hippest wheel s for big-city, under-30 driver s are older mod els com mon ly identified with seniors: Oldsm obiles, Buicks, Chevrolets and C adillacs from the 1970s, 1980s and early 1990s. They’re modifyin g these so-called “grandpa” ca rs w it h new or re st ored en g ines, la rge wheels, and shin y bright “candy” paint jobs, says Brian Scot to, editor in ch ie f of R ides magazine and it s new spinoff pu blication, Donk, Box & Bubb le. It’s one of the mos t eye-catching tr ends in the used-car indu stry and it can mean big business for urba n-based ISCs. Southern roots Scotto, speaking from a Milwaukee photo shoot for the second issue of the surprise hit, Donk, Box & Bubble, says the trend started in the Southern United States but has quickly spread throughout the rest of the country. J.D. Power & Associates’ Power Information Network reports that buyers aged 16 to 35 accounted for 56% of sales of 1982 Chevrolets last year. Similarly, the age group represented 46% of 1983 Chevrolet sales and 46% of 1986 Buick sales in 2005 as well. The popular name for these souped-up “grandpa” cars is “boxes,” which Scotto defines as a mid-80s ride with a boxy rear clip, like the Chevy Impala, Caprice or Monte Carlo. “Bubbles” are early ’90s Impalas or Caprices with rounded front and rear ends, while “donks” are any mid-70s Caprice or Impala with a sloping tail. “I’ve heard a number of explanations for how the term ‘donk’ came about, but most say it was originally shortened from ‘donny harmer otography by to ph | h it w ck key’ because the Impala emblem — the Be By Sandra antelope — looked like one,” Scotto says. “Donk” 1-800-ACDelco intune 31 “Box” “Donks, boxes and bubbles aren’t niche vehicles. These cars were mass produced. There are tens — if not hundreds — of thousands of them out there. Since they enjoyed gigantic production runs, there are many parts and accessories still available for them.” – Peter MacGillivray, SEMA VP of marketing When it comes to donks, boxes and bubbles, everything has to be big. “Big has different meanings when referring to these vehicles,” says Daniel Perez, CEO and founder of MIA Entertainment Inc., which includes King of the Street magazine and East Coast Ryders. “Big can refer to size, but it also describes a flashy, wild and loud appearance.” Vehicle availability also fuels the trend. “Donks, boxes and bubbles aren’t niche vehicles,” says Peter MacGillivray, vice president of marketing for the Specialty Equipment Market Association (SEMA). “These cars were mass produced. There are tens — if not hundreds — of thousands of them out there. Since they enjoyed gigantic production runs, there are many parts and accessories still available for them.” ACDelco Total Service Support member George Bates says it’s easy to understand why these cars are popular with 32 intune today’s drivers. “They’re affordable, plentiful and can be easily modified,” says the owner of George Bates Automotive in Upland, Calif., who specializes in servicing Impalas. He turns to the ACDelco Parts Catalog at acdelco.com and his local ACDelco WD, Kay Automotive, to find the numerous parts and products ACDelco carries for these vehicles. The GM Goodwrench Web site (gmgoodwrench.com) is another great resource for GM Restoration, Performance and Collision Parts. Bates says working closely with a nearby body shop has helped him build up his Impala clientele. “The body shop handles modifying the exterior appearance, and we take care of the mechanical maintenance, repair and refurbishing,” he adds. “I’m also active in numerous Impala clubs. In fact, I traveled to Las Vegas in October for a show. They may not be 25 years old, but these Impalas are already classics.” acdelco.com set the trend Creating the right look Ideas on how to build your donk, box and bu bble business Some donk, box and bubble owners can pay as little as $500 for their vehicles if they’re lucky. The minimal investment means that instead of spending several hundred dollars on While donk, bo car payments each month they put their cash toward monthly x and bubble ve hicles may not th ing, here are a be your upgrades, such as a dazzling new grille or fender flares. few ideas for at tracting their dr your shop: ivers to Accessories and paint are chosen for their ability to add • Learn about the category. a unique look or to make a car stand out. Common modifiRead magazines such as Rides and Donk, Box cations include the high-rise look, shiny or flake paints in & Bubble (below) or vie w th e St “K ing of the re et” DVDs from Ea bright colors like orange and lime green, flashy aesthetics st Coast Ryders. Ch ec k ou an t donk, box d bubble shows (the checkered flame design popular in the South), stereo liste d on sites lik e ca rshownews.c cardomain.com an systems with several subwoofers in the trunk, and auto om, d eastcoastr yder s.com. Gi ve • ow bodies that are “skinned” for a smooth look. ners a place to sh ow off their cars by hosting a show or cruise night in yo Donk, Box & Bubble’s Scotto says the typical vehicle with ur parking lot. • Begin stocking the parts an rims and a flashy paint job costs around $5,000. “Although d accessories mos If you’re not sure t in demand. I’ve seen extremists spend up to $80,000,” he adds. which products to carry because yo s.throwbacks ptie hoo u aren’t up Some donk, box and bubble owners handle yet getting reques riders.hookedscrapers.big-rim ts, talk to a few ow ne rs. vehicle repair and maintenance themselves, • Take advantage of the educ ational information but the majority still takes their cars to ISCs. and resources on the Specialty Equip ment Market Scotto says the potential for sales and Association (SEM A) Web site (sem [ a.o rg). service is higher with these cars than with • Be respectful. “Whether en th us ias ts are into ot hers because ow ners a re consta nt ly sp or ts ca rs, of f-r oade rs or do nk s, yo u wa nt modifying them. “We’ll shoot a car for the to show respect for their passion T JUST , ev en if it’s : YS magazine only to find out that it looks totally NO EV CH not your flavor,” says Peter MacGi ’ in p ra c lliv S ra y, vice different six months later,” he says. “They president of ™ presents PREMIERE S COLLECTOR’ ISSUE! Reppin’ Miami Atlant a / Both / Carolinas...fo “OUTLAW” / ’72 PANTHER > PINK DY G-BO > LIFTED ’LAC OLN > JUICED LINC * EXTRA-FRESH the Sky! BIG BOI’S ’72 IMPALA DVD KINGS EAST COAST r now / MIAMI DONK IMPALA*’71 FACE LIFT marketing for SE hottest Over 35 of theever seen! hi-risers you’ve RYDERS DONKIN’ 101 MA. ] CAPRICE / N.C. “TRE 4” / ’88 BOX ICE / N.C. BUBBLE CAPR “BIG FOOT” / ’94 [ donk cover 5 vA r5.indd 1 Perfect Digital SPINE: 5/32” 1655 C 5th: Pantone “Bubble” keep changing the car to stay up with what’s cool.” While it currently tends to be an urban trend, suburban shops can establish a reputation for doing good work on donks, boxes and bubbles and entice customers from neighboring cities. 1-800-ACDelco NEWSSTAND 426 C 6th: Pantone 06 DANVILLE SHIP GRP: 02/07/ 06 REV:5 02/02/ VER:A PM 2/6/06 2:47:21 “Many entertainment and fashion trends start in pocket markets and become more widespread and mainstream as magazines and other media outlets report on the trend,” SEMA’s MacGillivray says. “That’s what we’re starting to see in this market. It’s similar to the sport compact trend that started a decade ago in Southern California and is now a global business worth several billion dollars.” Shop owners outside urban locations that invest a little time now to learn more about the trend before it reaches their neck of the woods could have a competitive advantage over a competitor that didn’t see this trend coming. “The popularity of these cars will eventually reach suburban or small-town youth who inherit their grandfather’s Buick LeSabre and want a customized look so that peers admire, not pity, them in the school parking lot,” MacGillivray says. “ISCs that get into it now could be in for big sales later.” • intune 33 photo courtesy of kurt and warren johnson one more thing ... tradition “Kurt’s son Connor is already showing the same traits that marked his dad’s early years. When Kurt was six, we would come back after a race and he knew all the times and standings. If someone said, ‘What did so and so run?’ he knew it. Connor’s like that now. Like father, like son.” — Arlene Johnson, Kurt Johnson’s mother 34 intune acdelco.com The Ultimate Battery Sales Tool Proactive battery testing is an idea that works. Statistics from recent National Car Care Month events show that 77% of all vehicles brought into check lanes during these events are found to be in need of repair or maintenance. Don’t miss an opportunity to increase your business and improve customer satisfaction. It’s as easy as 1-2-3: 1) Perform a battery test on every vehicle that enters your shop with your Micro500XL tester. 2) Print out the test results and review them with your customer. 3) Advise battery replacement as needed. Proactive battery testing gives you a great competitive advantage. By testing every battery, you can improve your customer satisfaction by ensuring that every customer knows they are leaving your shop with a good battery – all while increasing battery and related electrical sales. Consistency is the key to success. Make sure to test every battery and promote the fact that your shop offers this FREE service. By committing to help your customers as well as your shop, you are committing to be successful! Don’t have a Micro500XL? Contact your ACDelco distributor and order Midtronics’ P/N: MCR-500-XL-KIT For more information about Midtronics equipment visit www.midtronics.com or call 1-800-776-1995 and ask for the ACDelco account manager. ©2005 Midtronics, Inc P/N MK060142 in our next issue ... Brake Bucks winners go to Bondurant ACDelco’s summer brake promotion winners celebrate at the Bob Bondurant School of High Performance Racing. The Talent Bank at home Shop owners wanting to recruit top-notch employees may have to look no further than their own front door. ... and much more ! Harold Martin The “Fuel Injection Wizard” discusses the new EFI engine he’s added for the 2007 race season and what lies ahead for him in the coming year. For more information about ACDelco products and programs, or to have an ACDelco sales representative contact you, call 1-800-ACDelco. Intune Magazine 6703 Haggerty Road Belleville, MI 48111 Change Service Requested 36 AD-PU-0015-06 intune acdelco.com